How Lifelike AI Became Amarillo's Face — And A New Gateway To City Services

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0:01Emma came out of a very simple idea.

0:03What if instead of going to a typical

0:06government website, you could just talk

0:08to the city on the website and get an

0:11answer?

0:16My name is Rich Gone. I am assistant

0:18city manager and chief technology

0:20officer for the city of Amarillo.

0:22Technology plays a huge part in everyday

0:24life here. The whole panhandle region

0:26has always been known for pioneering,

0:27but it's always been in the traditional

0:29fields, oil and gas and cattle. And

0:32certainly we're very innovative in that.

0:34Emma sends a different message that that

0:36innovation carries across all kinds of

0:39industries. Emma came out of a very

0:41simple idea. What if instead of going to

0:44a typical government website, you could

0:46just talk to the city on the website and

0:49get an answer? And that's really where

0:51the Dell AI factory with Nvidia came

0:53into play for us. They actually kind of

0:56upleveled what we were thinking about

0:57and we went from just a simple agent to

1:00a full digital human.

1:01>> Hi, I'm Emma, your digital assistant for

1:04the city of Amarillo. I'm here to help

1:06you find the information you need.

1:08>> We are a very diverse community. We

1:11needed Emma to represent all of

1:13Amarillo. To be able to introduce a

1:16resident to a different digital human

1:18that looks, sounds, and feels like them

1:21seems like a small thing, but I think it

1:23sends a really clear message that at

1:24Amarillo, everybody matters. So, when a

1:27resident sees Emma, what they're seeing

1:28is the animation piece, but behind that,

1:31you have your speech to text, which is

1:33actually hearing the voice of a resident

1:35and converting that into text to send

1:37the query. You also have text to speech,

1:39so the answer gets translated back into

1:42speech. behind that where we actually

1:43have a vector database and that is

1:45sourced from our website. So when I ask

1:48Emma a question that hits an AI model on

1:50the back to make that conversational.

1:53Our typical questions are often about

1:54how I pay a water bill, what are the

1:56library hours? So far this year, I think

1:58we've processed just under 33,000

2:01questions. Our original ROI was really

2:03around the deferment of 1.8 million in

2:07additional hiring just to handle the

2:09call load. But we're starting to see

2:11different kinds of ROI as well. Every

2:14call center struggles with turnover.

2:15When you have Emma as your assistant,

2:18she's an assistant to every one of our

2:19agents. So turnover goes down, ramp time

2:22goes down, our response time goes down.

2:26We were the first government to do this.

2:28I think the second entity on the planet.

2:31We knew that Dell AI factory with Nvidia

2:34was the right partner because we already

2:35had a long history with Dell. They were

2:37a big part of our entire innovation

2:39program from the start. I have folks

2:41working in their lab right now with the

2:43team testing agentic functionality and

2:46it's really the value that they've

2:47brought to us with Emma. They're taking

2:49a lot of the technology development off

2:51of our plate so that we can focus on

2:53just the business case. Most cities

2:55don't think about things like first

2:57mover advantage. That's very much a

2:58commercial concept. We believe to our

3:00core that AI can enhance human dignity

3:02if it's done right. And I think by

3:05leading in both, not just running down

3:07the technology path, but by leading in

3:09both, we've sent a message not just to

3:12our community, but outside our community

3:13that, hey, we're open for business and

3:15we can be innovative in a way that

3:17you're comfortable with.

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How Lifelike AI Became Amarillo's Face — And A New Gateway To City Services

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